1. Identify a Hospitality operation for which you could be a mystery customer. Once you have identified your venue develop a checklist that you could use to evaluate all products and services including, for example, cleanliness, taste and temperature of the food, and the response of staff members to special requests or questions.

2. Once you have developed a short report containing recommendations for minor improvements to the quality of service observed, approach the management of the venue to discuss your findings. Be sure to identify both positive and negative features and or incidents.

3. If you find that they are responsive, offer to undertake an observation behind the scenes to identify possible service insufficiencies.

If you cannot undertake an observation you are to complete an observation of a second Hospitality venue and compare the two (2) operations.

4. Finally to complete this task develop a 'Service Vision' for on, or both, of the above organisations. Include the service vision as a foundation of your report